Returns & 30-Day Comfort Guarantee

30-Day Comfort Guarantee

Last updated: 2 June 2026

Choosing furniture online is a big decision. Our 30-Day Comfort Guarantee gives you time to experience your eligible Forme Living Co furniture at home.

Forme Living Co is operated by Arlo Living Home Pty Ltd. In this policy, “Forme Living Co”, “we”, “us” and “our” refer to Arlo Living Home Pty Ltd trading as Forme Living Co.

How it works

The 30-Day Comfort Guarantee applies to eligible furniture items.

Eligible furniture items include sofas, accent chairs, ottomans and sofa modules.

The 30-Day Comfort Guarantee starts from the date your full eligible order is delivered.

If your item arrives in multiple boxes or separate deliveries, the 30-day period starts once all required boxes or components for that item have been delivered.

Because many of our furniture items are delivered compressed, we ask that you try your item for at least 14 days before requesting an unboxed return. This gives the item time to expand, settle and take shape, and gives you time to properly experience the comfort in your home.

If, after 14 days, your eligible furniture item is not the right fit, you can request a return before the end of the 30-day period. Collection may take place after the 30-day period without affecting an approved return.

Expansion and settling

Because Forme Living Co furniture may be delivered compressed, please allow up to 72 hours after unboxing for your item to fully expand, settle and take shape.

Minor wrinkles, creasing, softening, settling or shape variation after unboxing is normal and is not considered a defect unless it materially affects the item’s structure, function or reasonable use.

To be eligible for the 30-Day Comfort Guarantee, your item must be fully set up and used according to the included instructions.

Eligible products

The 30-Day Comfort Guarantee applies to eligible:

sofas
accent chairs
ottomans
sofa modules

Pre-order items are eligible once delivered. The guarantee starts from the date of delivery, not the date the order is placed.

Discounted and promotional products remain eligible unless the discount exceeds 35%. Products discounted by more than 35%, or marked as clearance, final sale, floor stock, display stock, seconds, sample or “as-is”, are not eligible for the 30-Day Comfort Guarantee.

Accessories, add-ons, removable covers, care products and non-structural products are not eligible for the 30-Day Comfort Guarantee. They may be eligible for return under our Returns Policy if they meet the relevant conditions.

Who can use the Comfort Guarantee

The 30-Day Comfort Guarantee is available once per customer, household or delivery address.

It applies only to products purchased directly from Forme Living Co and used in a normal residential home setting.

It does not apply to products used for commercial, rental, Airbnb, short-stay accommodation, property styling, staging, office, hospitality or other business purposes.

Condition requirements

To be eligible for an unboxed 30-Day Comfort Guarantee return, the item must be:

clean, complete and undamaged
in near-new condition
suitable for resale
returned with all original parts, covers, legs, hardware, labels, care cards and accessories

Returns may be declined if the item has:

stains, spills, marks or discolouration
odours, smoke exposure, mould or dampness
pet hair, pet odours, scratching, chewing or other pet damage
tears, cuts, burns, dents, scratches, punctures or fabric damage
missing parts, missing labels or damaged components
signs of heavy use, misuse, poor care or improper cleaning
been used outside a normal residential home setting

How to request a Comfort Guarantee return

To request a 30-Day Comfort Guarantee return, email hello@formeliving.com.au before the end of the 30-day period.

Please include:

your order number
your delivery date, if available
your reason for returning the item
clear photos showing the overall condition of the item
photos of the fabric, cushions, seams, legs or base
photos of any areas of concern

We may request additional photos, videos or information before approving a return.

All returns require prior written approval. Approval based on photographs or other information is provisional and remains subject to physical inspection.

Please do not return or donate an item independently unless we have provided written instructions authorising you to do so.

Return fee

For approved unboxed 30-Day Comfort Guarantee returns, a $149 return fee applies Australia-wide if you choose a refund to your original payment method.

If you choose store credit instead, the $149 return fee is automatically waived.

Any separate original delivery or shipping fee paid at checkout is non-refundable unless required under Australian Consumer Law.

If your order included complimentary delivery, we will not deduct an additional outbound delivery cost from your refund or store credit.

Refund or store credit

For approved unboxed 30-Day Comfort Guarantee returns, you may choose:

a refund to your original payment method, less the $149 return fee; or
store credit for the product amount actually paid, with the $149 return fee waived

Store credit is valid for 12 months from the date issued, can be used on any Forme Living Co product, is non-transferable, and is not redeemable for cash unless required under Australian Consumer Law.

Refunds and store credit are issued only after the returned item has been collected, inspected and approved.

Approved refunds and store credit will be processed within 10 business days after inspection. Bank, card provider, PayPal, Afterpay, Shopify Payments or other payment provider processing times may vary.

Collection

Forme Living Co will arrange collection for approved unboxed returns.

Collection will generally take place within two to four weeks after the return is approved. This timeframe is an estimate and may vary depending on your location, courier or collection-partner availability, public holidays, weather, access requirements and other circumstances outside our reasonable control.

We will contact you with available collection arrangements. The item must be kept clean, dry, protected and in an eligible condition while awaiting collection.

A collection taking place after the 30-day guarantee period will not affect your eligibility, provided your completed return request was submitted and approved within the required timeframe.

Preparing for collection

The item and all included components must be ready and available at the agreed collection time from an accessible pickup point, such as:

a front door
a ground-floor entry
a garage
a loading bay
another agreed accessible location

Unless agreed in advance, couriers and collection partners may not be able to collect items from inside apartments, upstairs rooms, lifts, stairwells or other difficult-access areas.

You are responsible for moving the item to the agreed accessible pickup point and following any preparation instructions we provide.

If the item is not ready, accessible or available when collection is attempted, a $149 failed collection fee may apply. This fee is separate from the applicable return fee.

A new collection will not be arranged until any failed collection fee has been paid.

Inspection

The item may be inspected by Forme Living Co, our courier or an approved collection partner.

If the item’s condition differs materially from the information or photographs provided, collection may be refused or the return may fail inspection.

If an item fails inspection after collection, we may decline the refund or store credit or, where appropriate, make a reasonable deduction to reflect missing components or a reduction in the item’s value.

If the return is declined after collection, you will be responsible for arranging and paying to retrieve the item from the location we nominate within 14 days of being notified.

If the item is not collected within that period, reasonable storage fees may apply. After providing reasonable notice, we may arrange for the item to be donated, recycled or disposed of where legally permitted. No refund or store credit will be issued.

Full item returns

Unboxed 30-Day Comfort Guarantee returns must be returned as the full item or full configuration purchased.

Individual unboxed modules or components cannot be returned separately under the 30-Day Comfort Guarantee.

Unopened boxed returns

If your item is completely unopened, unused and still in original intact packaging, you do not need to wait 14 days before requesting a return.

Unopened boxed returns must still be requested within 30 days of delivery.

The $149 unboxed return fee does not apply to approved unopened boxed returns.

For unopened boxed returns:

the item must be completely unopened and unused
the packaging must be original, intact and suitable for resale
the packaging must not be ripped, wet, crushed, heavily damaged, resealed or tampered with
the customer is responsible for arranging and paying for return transport
the customer is responsible for the item until it is received by Forme Living Co
refunds or store credit are issued only after the item is received, inspected and approved

Photos are not required before approval for unopened boxed returns, but the item will be inspected once received.

If an unopened boxed return arrives back with damaged packaging, opened seals, wet or crushed boxes, missing labels or anything that affects resale value, Forme Living Co may decline the refund or approve a partial refund at its discretion.

Boxed modular components

Individual boxed modular components may be returned within 30 days if they are completely unopened, unused and in original intact packaging.

Opened or unboxed modular components cannot be returned individually under the 30-Day Comfort Guarantee.

No exchanges

We do not offer direct exchanges under the 30-Day Comfort Guarantee.

We do not offer exchanges under the Comfort Guarantee. If you would like a different item, colour, size or configuration, you will need to place a new order separately.

Australian Consumer Law

Nothing in this 30-Day Comfort Guarantee limits your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement, refund or compensation where required by law, including where a product has a major failure or fails to be of acceptable quality.